IT Help Desk Technician, Level 1

Frontline is a Managed IT Service Provider in Los Angeles. We are looking for a competent IT Help Desk technician, Level 1, with both PC and good Mac skills to provide fast and useful technical assistance to our clients. You will respond to calls and help tickets on basic technical issues and offer advice to solve them.

An excellent IT Help Desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

RESPONSIBILITIES

• Provide technical support over the phone, remotely and on site to clients.
• Diagnose and resolve a wide range of technical issues remotely over the phone and on-site.
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Take ownership of a call, seeing it through to closure, and escalating when necessary to next level of support personnel.
• Ensure all call details and resolutions are entered into ticketing system according to procedure.
• Readily accessible via mobile phone and email during off-hours.

Learn more about our company and culture at at https://www.frontlineinc.com

Requirements

• Minimum 3 years experience as a help desk technician supporting Mac and Windows operating systems and apps.
• Tech savvy with working knowledge of office automation products, databases and remote control.
• Good understanding of computer systems, mobile devices and other tech products.
• General understanding of phone systems and printing environments.
• Ability to diagnose and resolve basic technical issues
• Proficiency in English and Excellent communication skills
• Customer-oriented and composed under pressure.
• Job requires regular travel for on-site work for various clients, and at times requires off-hours or weekend work.

Other:

• Normal Office, light work (lift up to 50 lbs).
• Valid Driver’s License and insured Motor Vehicle available for client calls.
• Frequently required to sit and stand for extended periods of time and use hands to operate computer keyboard, mouse, telephone and basic office equipment.

Benefits

Health, Dental and Vision benefits package

401k and FSA offered

Access to building gym

Stocked kitchen with snacks, drinks and endless coffee!

All major and bank holidays observed